Senior Customer Service Representative

Our client, a global leader in the aviation sector, is seeking an experienced Senior Customer Service Representative to join their dynamic team in Shannon. They will be responsible for leading, motivating, and developing a team of customer service representatives to ensure they provide high-quality service to our customers. The ideal candidate will possess excellent leadership skills, a strong customer service background, and the ability to drive performance and achieve team goals.

Working hours: 8.30 – 5.00pm mon – thurs, 8.30-4.00pm fri

Job Functions & Responsibilities

• Lead and support a team of customer service representatives, fostering a positive and productive work environment.
• Develop and implement strategies to improve customer service processes and enhance customer satisfaction.
• Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
• Collaborate with other departments to ensure seamless service delivery and address any issues affecting customer satisfaction.
• Stay up-to-date with industry trends and best practices to continuously improve our customer service offerings.
• Support on identification of product portfolio fit with existing or new products.
• Ensure close communication with Stakeholders in the company (e.g. quality, finance, operations) and globally. (Sales and Fulfilment)

Person Specification

• The candidate should essentially fulfill the following requirements:
• Third level education in Business, Management, or related field
• Proven experience in a customer service focus role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle escalated issues with professionalism and tact.
• Proficient in using MS Office & ERP software.
• Strong analytical skills and the ability to interpret data to drive performance improvements.
• Ability to work in a fast-paced environment and adapt to changing priorities.